Thameslink

Rachael Maskell Excerpts

Wednesday 19th July 2017 Westminster Hall

[Rachael Maskell (York Central) (Lab/Co-op)]

It is a pleasure to serve under your chairmanship, Mr Bailey, in this crucial debate. We have seen the passion presented by all hon. Members on the challenges that their constituents face not just day by day, but week by week, month by month and year by year. The sheer dissatisfaction, frustration and misery that commuters have had to put up with for such a long time shows that resolution is crucial. The passenger must be listened to. We have obviously heard about the disruption brought not only to the commute, but to family life. I give all credit to parents who try to arrange childcare under the best of circumstances, but when they face an unreliable train service as well, the pressures are immense. All hon. Members have articulated that well this afternoon.

When passengers turn into activists and take action against what should be a normal part of their routine and daily life—such as the Train Suffragettes and others I know as well—it really shows that the whole rail system is in meltdown and has to be addressed. As we have heard, it is not just about train operating companies, because this has been a sustained problem across the network for such a long time. However, Thameslink particularly stands out. It has the second-lowest level of passenger satisfaction, at 73%—only Southern, at 65%, is behind—and has issues with punctuality and reliability, as we have heard. Southeastern trains are also not delivering for passengers, which is now spreading to Northern as well. With regard to Thameslink, things have not improved for several years now. When a staggering 23% are satisfied with how the company has dealt with delays, it really shows that it is left wanting, as has the whole situation.

What we have really picked up on today are the consequences of that unreliability, the infrastructure problems, the desperate need for investment and the massive overcrowding issues. The overcapacity issue will not going away, as more housing developments will put further strain on the network. We have also heard about challenges with the choice of destination, the obvious need for improvements right across the network and the impact that late or cancelled trains have on commuters.

It is important that we listen to these real frustrations. We cannot allow the situation to continue in which the Government point fingers but do not lift one to sort out what is happening. We know that there is real chaos in the way the franchise was set up, as was rightly highlighted when the Gibb report was debated in the main Chamber on 4 July. We know that there needs to be effective governance over the whole structure, which has been lacking, to ensure that issues are addressed expediently and that proper dispute resolution mechanisms are put in also. At the forefront of everything, we need to make sure that passengers’ concerns are addressed and that their safety is safeguarded. We also heard about access needs, and the fact that some train journeys are simply impossible for passengers with disabilities.

Another point that was rightly raised was the financial cost to passengers. We have seen rail prices go up by 27% since 2010 on this rail network, which is the most expensive not only in the UK but in the whole of Europe, meaning that passengers are having to pick up the cost of this failed network. We are expecting further price increases in August, and we have heard the figure of 4%—perhaps the Minister can enlighten us on that. We need certainty on pricing; all passengers, whether on Thameslink or other networks, really want to know what is happening on pricing. The Opposition believe that price rises should be capped in line with the consumer prices index. We have heard different answers from different Ministers from the Department: we have heard that price rises will continue to be capped in line with the retail prices index; we have heard twice from the Minister that pricing is under review; and we have also heard that things will be kept as they are this year—but that does not say what will happen next year. Passengers need clarity on pricing.

We need to make sure that we move forward with smart ticketing, which we heard several contributions on. Where are we at with part-time smart ticketing, which will impact on many of those parents? It is an equality issue and we need to move forward on it. We also need to make sure that we see greater flexibility in smart ticketing, including the extension of the Oyster card. With the technology that is in place, how is delay repay being rolled out on the Oyster card? There are opportunities there. Of the amount of money that the network gains, only a minimal amount reaches the customer. The process of trying to reclaim after a delay is difficult.

[Mrs Main]

The hon. Lady is absolutely right. Many of my passengers say that they do not want to have to claim; they simply want the service they have paid for. Delay repay is better, but on the other hand the service needs to improve, because otherwise they just get money back for a bad service. That is not what they want; they want the journey they were guaranteed.

[Rachael Maskell]

I completely agree with the hon. Lady. However, we also need to ensure that, where there has been a delay, passengers are properly compensated, given that they have paid so much for the privilege of travelling on that network. Between 2010 and 2015, the train operating company generated £575 million from Network Rail for infrastructure delays, yet only £73 million went to passengers, so we have to question who benefits. Again, it comes back to governance over the system, which is poor. That comes up many times. It is a theme that is repeated in every aspect of how the franchise works. The franchise has failed passengers. We need to see delay repay extended so that the customer can be compensated automatically, as opposed to trying to seek out that compensation.

We also need to look at what has happened with the Thameslink programme. It was first put in place in 2006, so those years are moving forward. We need to see that the objectives now being met are not at the inconvenience of passengers—such as major track work, signalling and station remodelling, improvements to the lines approaching London Bridge and the overhead lines north of St Pancras. The programme was very ambitious, but without proper governance it has not been realised. On the issue of capacity, as 24 trains an hour move through the core of central London, the risks increase. We cannot even get the service moving right at the moment. We need to hear from the Minister what mitigation is being put in place to reduce risk and ensure that trains run on time and that passengers reach their destinations on time. About 14,500 additional passengers will use that network.

The Gibb report goes further on the issues that need to be addressed across the networks. It also addresses GTR’s responsibilities and Network Rail. The issues it identified include rail renewal, switching and sleeper renewal. The list goes on to talk about telecoms and cable signalling and dealing with things such as vegetation, earthworks and fencing—it is comprehensive. We need to ensure that the improvement programme is put in place and delivered by 2018. We do not want the stop-start approach to maintenance and development. We want to see the investment running into the CP6 funding round from 2019. What exactly is the Minister doing to make sure there is ongoing investment in the railway?

We must thank Chris Gibb for his report, but we must also note the responsibility to move forward on many of the problems experienced across the Thameslink network. We also need to address the issues raised by the Transport Select Committee, which has identified how poorly the franchise has been established. The relationships do not work between the train operator, Network Rail and the passenger. That must be put right. Changing an operator does not change the environment, which is so important. It is right that the Committee highlighted the problems with the initial structuring of the franchise, the inadequate planning that was put in place, weaknesses in the franchising handover period, infrastructure and rolling stock failures, mismanagement, and poor industrial relations.

I want to talk about industrial relations, because it is so important that these issues are addressed. We have people working on the rail network who are seriously concerned about passenger safety and access. We have heard about the overcrowding, which increases risk, and the real challenges on the network. More commuters will be using the line and it is vital that public safety comes first. The unions have been clear that this is not a dispute about money; their concern is about public safety.

I have spoken to train drivers in the last couple of days, and they say it is vital that they have a second pair of eyes. If they miss something, the other person can help pick it up. They say it is vital that there is someone there to deal with incidents, whatever they may be, because it is unpredictable. It could be a driver falling ill, a fatality on the rails, a terrorist attack, derailment or a crash, women’s safety at night or antisocial behaviour disturbing other customers. Of course, guards play a much wider role in maximising revenue collection and providing passengers with a wider service. We have heard today how important that service is, particularly with the line of communication, which a number of hon. Members have mentioned. They can let passengers know information, be the first port of call and be the passengers’ champion when needed.

I urge the Minister to address those vital issues. We must get the rostering right to ensure that the trains run on time and address the issues in this dispute. This is not rocket science; the dispute is simple to resolve. I know, as a negotiator, that the Minister just needs to sit down and make sure the guards are in place and can continue with their role. It is incumbent on him to sort this out. I know it is not beyond his wit, and I trust he will do so.

In conclusion, we have heard about the painful experiences of commuters. We must remember that the whole rail network is there as a service—a public service—to help passengers continue with their employment opportunities and their daily lives. It is absolutely right that focus is now brought on the way the franchises and relationships are not operating and that that is worked through, to bring the service back to customers. That is why the Labour party believes that public services now need to be a public accountability, in public ownership. For far too long, decisions have been made away from the passenger. We want to see the passenger at the heart of those decisions, putting safety and service needs at the forefront and building the structures around the passenger.

I have heard all the frustrations, and Labour will take those on board and work with passengers to make sure that we can provide the service needed in the future. We will keep the pressure on the Government, as the passengers’ voice throughout this process.